A.S.P. is actively involved in all aspects of the operations at the sites in which we operate. We strongly believe that the readiness for emergency events comes through constant training.
This September, The Greater Sudbury Airport Authority held a full-scale emergency exercise that A.S.P. participated in to ensure the readiness of our team, should it be required in an event such as this one.
The exercise consisted of a simulated plane crash on the YSB grounds involving a passenger aircraft and a small private plane. It involved all relevant emergency responders from Greater Sudbury Police, EMS, Fire and all “hands on deck” for the YSB Emergency Teams.
The exercise was a great success and assisted us in further developing protocols and internal training that will improve the service and emergency readiness that is delivered at YSB and all other aerodromes in which we operate.
By Debbie Ciccotelli, Director, Strategic Initiative and Acting Manager, Human Resources
It’s the most wonderful time of the year – everywhere except at the airport. For most of us, the holiday season is a time of rejoicing and spending time with family and friends; however, it’s getting there that is often the most significant hassle.
To get to their holiday celebration, many people must endure the stress of holiday travel. With record high volumes expected at airports over the holiday travel season, combined with potentially bad weather, flight delays, long queues and wait times, as well as an increase in inexperienced travellers, our aviation employees must be prepared and committed to delivering exceptional customer service during this peak holiday season.
Today’s passengers have higher expectations for quality and service and Airport Authorities are committed to providing best-in-class passenger experiences. A.S.P. employees (both Security and Customer Service) are Airport Ambassadors – we are in the business to serve and protect – it is what we do! Our staff will be dealing with higher volumes of passengers and greater pressure during the holiday season and our goal is to make each passenger’s journey more relaxed and less stressful by going the extra mile, wherever possible.
As Airport Ambassadors, we need to exhibit a positive, feel good energy that is consistent with the mood and theme of the holiday season and to understand and empathize with the stress and anxiety that passengers are experiencing.
We can do this by:
Greeting everyone with a warm welcome and a smile.
Maintaining a positive and cheerful attitude.
Listening and understanding passenger questions/concerns.
Being empathetic, patient and considerate.
Directing, assisting and supporting passengers in a professional, friendly and competent manner.
Not taking passenger frustration personally – look at it as an opportunity to turn their day around.
So, get into the holiday spirit, keep a smile on your face and possess a servant’s heart.
By Mary Christidis, Manager, Customer Service
We had our first monthly TEA and TALK and it was a great success!
Every month, we will invite a small group of OSR agents to hear feedback over a cup a tea. Feedback is a critical component to a successful operation and I appreciate all the open dialogue.
By Mina Khani, OSR Training Coordinator
We had the pleasure of a GTAA Terminal Service Representative (TSR) joining us in our class from Nov 18 – Nov 26.
TSR Anna Scida joined us for this training to oversee the information passed on during the training and provide feedback to improve the quality of the training. The picture below was taken during job-shadowing in Terminal 1.
By Mary Christidis, Manager, Operational Support Representatives
On August 1st we launched our new Employee Recognition Program called CATCH A STAR. I am thrilled to announce our first winners. Congratulations to all our top 5 STARS.
By Mary Christidis, Manager, Operational Support Representatives
The OSR uniforms have finally arrived and we are now dressed for success!! It was such a pleasure and a lot of fun to finally issue these out to the team. Lots of smiles and thumbs up!
By Garinder Grewal, Service Delivery Manager - Aviation. From GTAA Health and Safety Summer Newsletter.
In last year’s Safety Climate Survey, you told us that you wanted to know more about what happens once a safety concern has been submitted. Will you receive any follow-up? Who reviews these reports? Who determines appropriate mitigations?
By Elizabeth Warwick, Acting Operations Manager - Calgary
The Calgary team held a town hall for all A.S.P. employees on the evening of September 11th, 2019 in the Silver Dart Room at YYC Calgary International Airport. Activities included introductions to the new Calgary Management Team, an airport trivia game with prizes awarded to the winning teams, as well as a presentation about A.S.P. from Angus Wilson, Director of Aviation Services.
The town hall was a great opportunity for the team to get together and spend time with our colleagues outside of our regular job duties. We received some great feedback from those in attendance and heard some insightful ideas to help improve our operation. We appreciate the time that everyone took out of their busy schedules to join us and look forward to seeing everyone again next time!
By David Ramlagan, Training Coordinator, Aviation Security
On Friday September 12th, 2019, two security breaches occurred at Munich and Hamburg airports in Germany within the span of half a day.
The Munich Airport incident: An unauthorized individual at Munich International Airport’s Terminal 1 went through an alarm-secured door on Friday morning, causing police to temporarily close off parts of the airport, and many departing flights to be delayed.
The Hamburg Airport incident: Authorities were forced to close security check-points at Hamburg International Airport on Friday evening, after a man was able to board a flight without a boarding pass. Five arriving flights were diverted to nearby airports, and eleven flights were cancelled (ICTS Bulletin 03.2019).
Toronto Pearson Airport had a similar incident in 2006. When an intruder cannot be found, planes must remain on the ground until the airport is deemed safe. This can result in a large number of delayed and cancelled flights, which can translate into millions of dollars in lost revenue.
Guarding an access control point requires the same attention as driving – avoid distractions! Car accidents occur when you least expect it. The same goes for security breaches. You could be attentive for majority of your shift but the breach may occur in the time that you were distracted. Remember these incidents the next time you are tempted with distractions on the job and remember to always stay alert!
By Mary Christidis, Operations Manager, OSR
We had a fantastic turnout for our Summer Town Hall!
It was such a pleasure to have hosted my first Town Hall for the OSR team on June 22nd, 2019. I am truly grateful for all the great feedback, questions and suggestions that came out of this session